Refund policy

This policy applies to consumer orders placed through our online store. Your mandatory legal rights always apply.

Reporting a problem

Contact us at primordialfinejewelry@protonmail.com with your order number and a brief description. If an item arrives damaged or incorrect, please provide photos if available. We may request reasonable evidence or arrange an inspection or return where needed. These requests do not limit your legal rights.

Damaged, defective or incorrect items

If an item does not conform to your order, we will provide the remedy required by law. This may include repair, replacement, a price reduction or a refund. We cover necessary return costs in these cases. Where Portuguese consumer law applies to new goods, our legal responsibility for lack of conformity generally lasts three years from delivery.

Missing or delayed orders

Contact us so we can investigate with the carrier and provide the remedy required by law. We remain responsible for loss or damage in transit until you or someone you designate receives the order, unless you independently selected a carrier we did not offer.

Please check your delivery details when ordering. If incorrect details you supplied cause a failed delivery, we may offer a new delivery at a reasonable additional cost where permitted by law. We will tell you the cost beforehand.

Statutory withdrawal

For eligible online purchases, the legal withdrawal period is 14 days from receipt of the goods, or the last item if delivered separately. To exercise this right, send a clear statement to primordialfinejewelry@protonmail.com or use the electronic withdrawal function on our website before the deadline.

We will promptly provide the return instructions and return address by email. Your withdrawal takes effect when you notify us; it does not depend on receiving our reply. Send the goods back within 14 days after notifying us.

You pay the direct return postage. Please pack the goods securely and keep proof of dispatch. We may deduct a proven loss in value caused by handling beyond what is needed to inspect the goods as you would in a shop. No standard restocking fee applies.

Clearly personalised goods may be excluded where the law permits and the exception was disclosed before purchase. We do not offer additional voluntary returns beyond the legal period.

Refunds

For a statutory withdrawal, we refund the goods and, if the entire order is withdrawn, the cost of our least expensive standard delivery option. An upgrade to premium delivery is not refunded.

We refund within 14 days after your notice. Unless we collect the goods ourselves, we may withhold the refund until we receive them or you provide proof of having sent them back, whichever occurs first. Refunds go to the original payment method unless you expressly agree otherwise at no additional cost. Refunds for defective, incorrect or undelivered goods follow your applicable legal rights.